Yup. I've had a number of bad experiences (packages not arriving, wrong thing delivered, etc), but every time, Amazon has made it right. They consistently produce a great customer experience.
Once you make that leap, and commit (via support permissions / manuals / budget) to making that happen, it's a better experience overall.
Not least because then it frees you as a business to what you should be focusing on. E.g. "We paid out $x million because of damaged packages. What can we do in the warehouse side to fix this?"
For instance, I recieved 2 vacuum tubes last night. (I ordered 4), and they came jammed in a huge box with no padding on 2 sides. Already scheduled for return. My return rate must be 1 in 10 these days.
Is their warehouse overhead so low as to cover this long term? I honestly don't know. But I also know I would stop doing biz wih them in a heartbeat if returning things was difficult. I did so with ebay/paypal nearly a decade ago and am happier for it.
The flip side of this is that my wife and I have returned 4-5 packages over the past year, out of 500+...
Its likely that your experience isn't even remotely typical